Jon Picoult

As Founder of Watermark Consulting, Jon Picoult helps companies impress customers and inspire employees. An acclaimed keynote speaker, Jon’s been featured by dozens of media outlets, including The Wall St Journal and The New York Times. He’s worked with some of the world’s foremost brands, personally advising CEOs and executive teams.Learn more at www.watermarkconsult.net or follow Jon on Twitter.

[The following article originally appeared in Carrier Management magazine.]
When it comes to crafting more engaging employee communications, one solution is literally in business leaders’ hands.
From supervisors of small teams to CEOs of large compan...

Businesses have a trust problem – and that’s not even the bad news.
Consumers’ lack of trust in companies is well documented. According to the 2019 Edelman Trust Barometer, nearly half of all consumers distrust businesses. The problem is ...

What is the “customer experience”?
In its simplest terms, the customer experience refers to how customers feel about their interactions with your company.
That’s customer experience in less than ten words, but let’s unpack that definition to reveal so...

A few years ago, in honor of Mother’s Day, JetBlue released a 3-minute YouTube video paying tribute to mothers who fly with young children:
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The video is sure to make you smile, and there’s no doubt it’s a great marketing instrument...

Imagine if what you thought was your company’s greatest strength actually turned out to be its greatest weakness.
It’s an unsettling prospect, but also a very real challenge that’s faced everyday by professional services organizations with regard to ...

Olive Garden keeps serving up good news for its investors.
This week, the restaurant chain posted yet another quarter of revenue and earnings growth that outpaced analyst forecasts.
It’s been a remarkable turnaround for Olive Garden, perhaps bes...

What would it take to convince people that your business delivers a great customer experience? For tech giant Microsoft, the answer was more than $1 billion.
That’s how much the company reportedly spent on its Windows 8 marketing campaign when ...

The single most important driver to the success of any customer experience (CX) strategy is executive commitment.
However, aligning an executive team around the customer experience imperative is no simple task.
C-Suiters often have competing agendas a...

Last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study.
The study, which has become one of the most widely-cited analyses of its kind, was developed, in part, to address lingering skepticism that many busine...

In 2011, bookstore chain Borders filed for bankruptcy. At the time, many brick-and-mortar retailers were succumbing to new competitive pressures. Borders, however, was unique in one important respect: Earlier that same year, it was ...

Earlier this month, in the span of just a couple weeks, the business world lost two great customer experience strategists.
Jack Bogle was the founder of Vanguard Investments, which is now the second-largest asset manager in the world. He popularized t...

What happens when a company decides to step back from one of the core principles underpinning its customer experience? Google may well find out in the near future.
The company is reportedly exploring a return to the Chinese market by deploying a ...

No matter how hard you try to improve your company’s customer experience, the reality is that your customers won’t remember much of it.
That’s because our brains aren’t wired like a video camera, recording every second of every experience. Rather...

Insurers that earn jeers from their customers are falling further behind those that earn cheers.
That’s the key takeaway from Watermark Consulting’s 2018 Insurance Customer Experience ROI Study.
The study, which was last conducted two years ago, seeks ...

For all the time and energy that companies invest in improving their customer experience, many are unknowingly sabotaging those efforts.
How? Simply by using two words which should be stricken from every business leader’s vocabulary – “back offic...

U.S. pharmacy chain CVS recently announced that it would no longer use “materially altered” imagery to market beauty products in its stores.
That means no more perfect, digitally-modified wrinkle and blemish-free photographs to sell everything fro...

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

Expectations for service and support continue to rise. Creating an experience to meet customer expectations includes digital service channels, but internal operations and processes must also support the delivery of a pleasing end-to-end service experience. Customer service and support executives discuss real-world results and reveal best practices for success.

Only 25% of Customer Experience (CX) initiatives are "winning" -- able to show business value or gain a competitive edge. Technology can play a key role in helping CX leaders deliver an experience that sets the brand apart. Learn how CXTech innovations can drive Customer Experience success.

Most bots have failed and consumers are avoiding them. Fortunately, these ‘dumb bots’ are on their way out. New advances in Conversational AI technology has made it possible to create smart virtual assistants that understand real human dialog. Learn how to identify opportunities to leverage this new technology.

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